Windward Risk Managers · 20 hours ago
Insurance Service Desk Technician I
United States
Full-time
Remote
Entry Level
$47K/yr - $53K/yr
2+ years expWindward Risk Managers is seeking an Insurance Service Desk Technician I to provide customer service-focused support to various stakeholders including employees and partners. The role involves troubleshooting insurance policy-related issues and performing level one helpdesk support functions.
FinanceInsuranceProperty Insurance
No H1B
Responsibilities
Monitors the Operations helpdesk and Operations Alerts queues
Perform triage, escalate requests to the appropriate parties and perform level one helpdesk support functions (i.e., setting up new users in various applications, assist with passwords)
Troubleshoot, diagnose, and resolve level one helpdesk issues such as creating new users, changing passwords, etc
Research questions using available information resources such as searching Confluence and JIRA for prior tickets and their resolution
Recreates issues 80% of creatable scenarios in Duck Creek in lower environments, without assistance
Has the aptitude to learn from past experiences and recreate those scenarios in which help was previously needed
Escalates level 2 tickets to Business Analysts ensuring the description of the ticket clearly communicates the issue and includes recreating steps and results
Follows up on outstanding, escalated tickets
Ensures linked JIRAs are closed as quickly as possible
Log all help desk interactions in Comments on the JIRA
Communicates with customers by seeking additional information or providing resolutions to customers, as instructed by the analyst ensuring that any comments sent to the user are appropriate for that audience
Follow help desk procedures
Identifies and alerts team of situations requiring urgent attention and/or reoccurring issues
Stay current with system information, changes, and updates
Performs ad hoc assignments as assigned
Provides assistance and guidance to Help Desk Technician I
Assists QA team by testing introductory level scenarios
Contributes to the creation of Help Desk Confluence with relevant and accurate information that will assist Insurance Tech I
Pursues continuing education opportunities
Qualification
Required
High school diploma required
Two years of Homeowner or Auto Insurance experience required
Ability to learn quickly and apply knowledge
Must be able to fulfill all Essential Functions listed above
Knowledge of basic computer hardware
Experience with desktop operating systems, including Windows XP, Windows 7, & Windows 10
Experience with MS Office products
Good written and oral communication skills, interpersonal skills, listening and questioning skills, including the ability to clearly express written thoughts
Must possess Customer service and strong client-facing communication skills
Ability to remain flexible, re-prioritize, and respond to changing demands
Able to effectively communicate with all levels of staff and management
Independent, self-motivated team player
Must be punctual and work planned schedule
Maintains exemplary degree of professionalism with all company employees
Ability to define problems, collect data, establish facts, and use basic problem-solving skills
Preferred
1-2 years of helpdesk experience
Experience with JIRA Service Desk, JIRA Software and Confluence
Experience with XML and Postman
Company
Windward Risk Managers
Windward Risk Managers is an MGA for homeowners carriers, overseeing Florida Peninsula, Edison, and Ovation.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase